Freshsuccess vs. Totango

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshsuccess
Score 7.8 out of 10
N/A
Freshsuccess (based on technology acquired by Natero by Freshworks in May 2019) is designed to help Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort. The vendor says features include: Customer 360 - See customer emails, chats, meetings, support tickets, billing history, and product usage, in one place. Predictive Alerts - Predict which customers are likely to churn, convert, or expand their…
$79
per month
Totango
Score 8.4 out of 10
N/A
Totango customer success software helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango provides a set of integrations and SuccessBLOCs—the company's proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help users achieve critical business outcomes. With Totango, businesses can…
$2,988
per year
Pricing
FreshsuccessTotango
Editions & Modules
Estate
$79 billed annually
per month per user
Estate
$95 billed monthly
per month per user
Forest
$129 billed annually
per month per user
Forest
$150 billed monthly
per month per user
Starter
$2,988
per year
Enterprise
$18,000
per year
Premier
Custom
Offerings
Pricing Offerings
FreshsuccessTotango
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details—Each package gives teams a 360° customer account profile, customer health scoring, customer journey program templates (SuccessBLOCS), automated workflows (SuccessPlays), email campaigns, self-paced onboarding, and customer support.
More Pricing Information
Community Pulse
FreshsuccessTotango
Considered Both Products
Freshsuccess
Chose Freshsuccess
Can't really say that, at the time I had natero I was evaluating [other] options.
Totango
Chose Totango
It depends on the problem you are trying to solve. The overall industry and role of customer success is still growing and many organizations are still trying to get their head around it. However, as a SaaS organization you very likely recognize the need to improve your …
Top Pros
Top Cons
Features
FreshsuccessTotango
Security
Comparison of Security features of Product A and Product B
Freshsuccess
10.0
5 Ratings
15% above category average
Totango
8.4
182 Ratings
3% below category average
Role-based user permissions10.05 Ratings8.4182 Ratings
Platform & Infrastructure
Comparison of Platform & Infrastructure features of Product A and Product B
Freshsuccess
7.1
6 Ratings
18% below category average
Totango
7.9
216 Ratings
7% below category average
API7.25 Ratings6.8149 Ratings
Integration with Salesforce.com7.26 Ratings8.0173 Ratings
Integration with Marketo7.01 Ratings8.935 Ratings
Integration with Eloqua7.01 Ratings00 Ratings
Customer Data Extraction / Integration
Comparison of Customer Data Extraction / Integration features of Product A and Product B
Freshsuccess
8.6
6 Ratings
0% above category average
Totango
7.6
247 Ratings
12% below category average
Product usage8.16 Ratings7.8243 Ratings
Help desk / support tickets9.15 Ratings7.3160 Ratings
Customer Success Management
Comparison of Customer Success Management features of Product A and Product B
Freshsuccess
7.1
6 Ratings
14% below category average
Totango
7.6
260 Ratings
8% below category average
NPS surveys7.02 Ratings8.0124 Ratings
Sponsor tracking7.01 Ratings6.16 Ratings
Customer profiles7.15 Ratings7.9251 Ratings
Automated workflow8.06 Ratings8.4240 Ratings
Internal collaboration5.35 Ratings7.2226 Ratings
Customer health scoring8.16 Ratings7.6253 Ratings
Customer segmentation7.25 Ratings8.3243 Ratings
CSM Reporting & Analytics
Comparison of CSM Reporting & Analytics features of Product A and Product B
Freshsuccess
7.4
6 Ratings
9% below category average
Totango
7.5
254 Ratings
8% below category average
Customer health trends9.16 Ratings7.7243 Ratings
Engagement analytics7.06 Ratings7.7229 Ratings
Revenue forecasting4.44 Ratings7.0175 Ratings
Dashboards9.16 Ratings7.8237 Ratings
Best Alternatives
FreshsuccessTotango
Small Businesses
Intercom
Intercom
Score 8.7 out of 10
Intercom
Intercom
Score 8.7 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
Cisco Webex Experience Management (discontinued)
Cisco Webex Experience Management (discontinued)
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshsuccessTotango
Likelihood to Recommend
6.3
(6 ratings)
8.3
(261 ratings)
Likelihood to Renew
-
(0 ratings)
7.5
(8 ratings)
Usability
-
(0 ratings)
8.6
(95 ratings)
Availability
-
(0 ratings)
9.9
(3 ratings)
Performance
-
(0 ratings)
8.8
(2 ratings)
Support Rating
-
(0 ratings)
8.2
(93 ratings)
Online Training
-
(0 ratings)
7.0
(1 ratings)
Implementation Rating
-
(0 ratings)
10.0
(12 ratings)
Configurability
-
(0 ratings)
8.2
(4 ratings)
Ease of integration
-
(0 ratings)
8.0
(8 ratings)
Product Scalability
-
(0 ratings)
9.8
(3 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
FreshsuccessTotango
Likelihood to Recommend
Freshworks Inc
Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
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Totango
for a CSM it´s marvelous, you have in one window everything,the agenda for your day by day work, the workload you have in a day,all the customers database and call history added by tasks and toutch points, the to do thing in each customer you know what to do next, with renewal you hace an digital engadgement with customers inform they need to renew in order to keep using the app.
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Pros
Freshworks Inc
  • Love the accounts view to see all my accounts, their health and some helpful stats!
  • The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
  • In the account, you can link to other documentation, which is great!
Read full review
Totango
  • Enables us to easily send and collect NPS & CSAT scores regularly.
  • Syncs with HubSpot to bring in updated client data and deals automatically.
  • Allows us to manage clients based on health score which is multi-dimensional.
  • I can log touch points directly in Totango from Gmail so easily..
  • As we improve and develop our non SaaS business client experience, Totango continues to develop more functionality that we can benefit from.
Read full review
Cons
Freshworks Inc
  • Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
  • Automatically triggered emails based on certain usage.
Read full review
Totango
  • Integrations -- in my experience, they constantly break and disconnect.
  • Implementation -- I feel it was a HUGE challenge to set-up our environment. It took over 200 hours and it didn't work.
  • Communication -- during implementation/onboarding, in my opinion, we were mislead on how to create some of our custom data objects and it ended up being a big waste of time since the approach we were instructed to use ended up being incorrect.
Read full review
Likelihood to Renew
Freshworks Inc
No answers on this topic
Totango
I personally believe Totango is the right Customer Success Tool for me, my team, and my organization. I couldn't find limitations until now, it's capabilities are on point and it's very scalable. of course, transitioning to another tool would mean a lot of hours and training, and would expose risks
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Usability
Freshworks Inc
No answers on this topic
Totango
It is easy to use and understand, and simple to follow day to day. Logging notes and tasks is one of the key areas this is utilised along with tracking reports and accessing key data points for conversations with customers which is helpful. Mobile app helps too to access information on the go.
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Reliability and Availability
Freshworks Inc
No answers on this topic
Totango
I have yet to experience any downtime with Totango (knock on wood) so reliability has been really top tier since we were onboarded. Given that the support team has been really helpful so far, I can imagine should downtime every be the case, they'll be able to communicate proactively/effectively on the current state of the platform
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Performance
Freshworks Inc
No answers on this topic
Totango
At times the integration sync can be really slow when it comes to touchpoints. I can't say the same for customer health syncing, but I do tend to notice the lag from email syncing, and in those cases, I will need to refresh the Totango page a couple of times or wait a couple of extra seconds/minutes for it to show up.
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Support Rating
Freshworks Inc
No answers on this topic
Totango
I give Totango a support rating of 10 because I can always get support whenever needed. If its a technical issue, I know I can email their support team for help. If it's a more in depth question with respect to our instance of Totango, I can reach out to our CSM and always get help in a very reasonable amount of time. I always look to Totango as the standard when I think of how to best communicate and support our own customers.
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Online Training
Freshworks Inc
No answers on this topic
Totango
Our CSM did a great job of conducting the training so we understand, at the very least, the functionality that is directly relevant to us. This also allowed us to train our own new team mates when onboarding based on the training flow that was first presented to us. This was also conducted as a interactive sessions, as training are notoriously known to be dry
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Implementation Rating
Freshworks Inc
No answers on this topic
Totango
Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.
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Alternatives Considered
Freshworks Inc
I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
Read full review
Totango
Pipedrive is a great CRM for Sales purposes but it doesnt give much tools for CX management. Totango is all the opposite, it is an excellent product for Customer Management . We currently use both platforms integrated with each other and it gives great results to both Sales and Customer Success teams
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Scalability
Freshworks Inc
No answers on this topic
Totango
Information keeps missing and changing in totango . Because of that there is are lot of problems with it. We need to manually keep the backup in an another file. More over if in case we take the backup its so hard to track since its all in numbers. Totango can be much better if the cloud storage is working fine. My company is planning to discontinue due to this factor
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Return on Investment
Freshworks Inc
  • Visibility - We can now see in one place the many dimensions of customer health
  • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
  • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Read full review
Totango
  • Since using Totango we have seen our engagement numbers go up as we are better able to identify the groups that are struggling.
  • We have also seen an increase in retention as we are more consistent in messaging and not missing any data.
Read full review
ScreenShots

Freshsuccess Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of

Totango Screenshots

Screenshot of Collaboration tools to manage a customer portfolioScreenshot of a 360° view of customer healthScreenshot of the dashboard to monitor customer metricsScreenshot of an engaging in-app experiences and email campaigns to improve customer retentionScreenshot of integrated data in the Customer Data Hub